Independent · not part of Sovereign Network Group
Sovereign Network Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to Sovereign Network Group: the repairs phone numbers and emergency line, reporting a repair online, and how long SNG has to fix it. SNG’s own target for routine repairs is 20 calendar days.
Other names: Sovereign Housing Association, Sovereign Housing, Network Homes, Sovereign Network Homes
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: sng.org.uk
Has Sovereign Network Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet SNG’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, SNG’s emergency line is here.
How to report
Reporting a repair to Sovereign Network Group
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If SNG misses its own target, complain. You may also be able to claim.
- London and East online accountSign in at mynetworkhomes.org.uk to report a repair.
- Email · South and Westcontact@sovereign.org.uk
- Email · London and Eastcustomerservice@sng.org.uk
Emergency repairs
When to call SNG straight away
Phone SNG straight away if anything puts someone in danger or leaves your home unsafe. Weekdays 8am to 6pm. Out-of-hours emergencies on the same number. The number is in SNG’s repair contacts.
- 01Gas leak (call the National Gas Emergency Service on 0800 111 999)
- 02No heating in the winter months
- 03No hot water and no back-up, such as an immersion heater
- 04Complete loss of power
- 05Your home isn’t secure
- 06Your only toilet is broken
- 07Flooding
- 08Major damp and mould, or anything else that puts life, health or property at risk
What counts as an emergency, from sng.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell SNG.
Timescales
How long Sovereign Network Group has to fix it
SNG’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | SNG’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursUsually the same day. If it can’t be fully fixed, it’s made safe and you get a plan of action. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 20 calendar daysRepairs unlikely to cause serious harm or damage, such as taps, gutters, doors and windows. | No fixed legal limit unless it’s a hazard |
| Planned | Agreed dateBigger jobs needing specialists or surveys. You’re given a completion date. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Major damp and mould is treated as an emergency, which SNG aims to attend within 24 hours. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from sng.org.uk and SNG’s damp and mould page, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 calendar days ago? That’s past SNG’s own target. You could claim compensation.
Start your claimYour options
If Sovereign Network Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with SNG for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to SNG
This can get SNG to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order SNG to put things right. In its recent decisions about SNG, it ordered between £950 and £1,530 in compensation.
How to complain to SNGYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to SNG
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to SNG
Acknowledged within 5 working days, with a full reply within 10 working days (this can be extended by up to 10 more).
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days (this can be extended by up to 20 more).
- Then
Housing Ombudsman
Independent. It can order SNG to put things right.
SNG’s record
How Sovereign Network Group performs on repairs
May 2025: The regulator found weaknesses in providing an effective, efficient and timely repairs service, and that SNG was not yet meeting its complaint-handling timescales.
of SNG tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about SNG in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Sovereign Network Group
- How it handled reports of leaks.Maladministration
£950 ordered - How it handled flooring repairs.Maladministration
£1,530 ordered - How it handled requests for drainage and associated ventilation repairs.Maladministration
Sources: Regulator of Social Housing judgement, 14 May 2025; SNG tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Sovereign Network Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Sovereign Network Group repairs: questions
What is Sovereign Network Group’s repairs number?
0300 500 0926 (Repairs line) or 0300 373 3000 (Repairs line). Weekdays 8am to 6pm. Out-of-hours emergencies on the same number.
What is Sovereign Network Group’s emergency or out of hours repairs number?
0300 500 0926 (Repairs line · South and West). Weekdays 8am to 6pm. Out-of-hours emergencies on the same number.
Can I report a repair to Sovereign Network Group online?
Yes, at myaccountsouthandwest.sng.org.uk. Online form for non-emergency repairs. Phone for emergencies.
How long does Sovereign Network Group have to fix a repair?
Its own targets run from 24 hours (emergency) to Agreed date (planned). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Sovereign Network Group tenants?
Since 27 October 2025, SNG must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. SNG’s own damp and mould commitment: Major damp and mould is treated as an emergency, which SNG aims to attend within 24 hours.
How do I complain about a repair to Sovereign Network Group?
Complain to SNG first, online, by email (contact@sovereign.org.uk) or by phone on 0300 500 0926. Acknowledged within 5 working days, with a full reply within 10 working days (this can be extended by up to 10 more). If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Sovereign Network Group?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Sovereign Network Group for you. It’s free to check.
Start your claimIs Report Repair part of Sovereign Network Group?
No. Report Repair is independent and not part of Sovereign Network Group or any council or housing association. We show SNG’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What SNG has to fix, by problem
Not SNG?
Other landlords in the South of England
- Abri repairsHousing association
- Bromford Flagship repairsHousing association
- Clarion Housing repairsHousing association
- Southern Housing repairsHousing association
- Sparrow Shared Ownership repairsHousing association
- St Albans City and District Council repairsCouncil
- Stevenage Borough Council repairsCouncil
- Stonewater repairsHousing association
Reported a repair to Sovereign Network Group and still waiting?
About 2 minutes. No documents. Free to check.